Automatic actions

Automatic actions run the moment a ticket arrives in a step. They take care of the little things people forget.

Add them in the editor's Automations layer: click a step, then + Add next to the kind you want, or use Changes the ticket in the step's panel.

The actions

Goes to. Hand the ticket to the right person or queue when it reaches a step: every new IT request to your IT person, every approved purchase to whoever orders. On the first step it's called New tickets go to, the stack's default owner. Set it by clicking the step on the Stages layer. Nobody has to triage.

A queue instead of a person. Pick a team's or a store's queue in Goes to. It waits there until someone takes it, everyone in that queue gets a notice, and taking it moves the ticket on to the next step. Good for "once it's approved, the warehouse picks it".

Set a field. Fill in a value, like setting Priority to High when a ticket reaches Escalated. For the due date or a date field, pick in 2 days, in 2 weeks or in 1 month from when the ticket reaches the step.

Call a web address (webhook). Tell another system something happened, like posting to a chat channel or updating your accounting tool. See API and webhooks.

Good to know

• The ticket's History notes every action, marked as done "by rule," so you can always see why something changed.
• Actions run in order, top to bottom.
• If your plan doesn't include an action (during the pilot, automatic owners and webhooks switch on when we activate your company), the action shows ⏸ Paused and does nothing until it's available. Your setup is kept.

Pair it with: a step email to tell the new owner, and a reminder if they don't get to it.